Senior Enterprise Strategic Account Representative

Checkr, Inc.; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Learning and development allowance

Competitive cash and equity

Medical, dental, and vision coverage

Fertility/adoption reimbursement

Flexible PTO

Monthly wellness stipend

Relocation stipend

Job summary

Checkr, Inc. seeks a Senior Enterprise and Strategic Support Representative to resolve complex issues and guide enterprise accounts. You will provide expert product knowledge, maintain high support standards, and drive process improvements to ensure a fairer hiring ecosystem.

You will collaborate across Sales, Customer Success, Implementations, Shared Services, and Escalations, while staying current on product trends and reporting on key metrics.

Qualifications

• 3+ years in a customer-facing role with a track record of resolving issues.
• Strong written and verbal communication, and analytical thinking.
• Comfort with CRM systems, support tools, chat platforms, and data reporting.
• Familiarity with FCRA standards or willingness to learn.

Responsibilities

• Handle high volumes of customer inquiries via multiple channels with professionalism.
• Swiftly resolve complex issues while maintaining quality and deadlines.
• Serve as a Subject Matter Expert on products, features, and common issues.
• Identify operational gaps that impact customer experience and address them.
• Contribute to team knowledge base and training materials for a specialized group.
• Collaborate with cross-functional teams to resolve complex issues and maintain strong stakeholder relationships.

Skills

Customer-facing

Problem-solving

Communication

Analytical thinking

CRM systems

FCRA knowledge

Team mentoring (preferred)

Data analysis tools

Education

High School Diploma or equivalent

Associate's degree preferred

Tools

CRM systems

Support tools

Chat systems

Data analysis tools

Job description

Checkr is building the data platform to power safe and fair decisions. Over 140,000 companies and millions of people rely on Checkr for AI verification in the moments that matter most: getting a new job, a new place to live, a car ride, childcare, even a date. Customers include Uber, Pennymac, Airbnb, Doordash, and Anthropic.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.

The Senior Enterprise and Strategic Support Representative at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry. This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support.

What you'll do:

• Handle high volumes of customer inquiries via various channels with professionalism
• Swiftly resolve complex issues while maintaining quality and meeting deadlines
• Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio
• Proactively identify and implement operational gaps that impact customer experience
• Contribute to team knowledge base and training materials for a specialized group of accounts
• Collaborate with cross-functional teams to resolve complex issues
• Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts
• Stay up-to-date with product knowledge and industry trends
• Meet or exceed performance metrics and quality standards
• Support new business initiatives to improve customer and agent experiences
• Handle sensitive information with utmost care and confidentiality
• Generate regular reports on customer issues, trends, candidate outreach, and general support performance
• Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates
• Conduct in-depth research to resolve complex customer inquiries
• Analyze data to identify patterns and suggest improvements in support processes
• Assist other Support teams as needed by the business

What you bring:

• 3+ years of experience in a customer-facing role
• Strong written and verbal communication skills
• Advanced problem-solving and critical thinking abilities
• Excellent analytical skills to identify root causes and deliver effective solutions
• Proven track record of handling complex customer inquiries efficiently
• Ability to navigate ambiguous scenarios and think creatively
• Customer-centric mindset with high empathy and adaptability
• Proficiency in CRM systems, support tools, and chat systems
• Experience in maintaining and improving knowledge bases
• Familiarity with FCRA standards and compliance (or willingness to learn)
• Ability to thrive in a fast-paced, ever-changing environment
• Strong multitasking skills and effective time management
• Passion for continuous learning and process improvement
• Comfortable with technology and able to adapt to new tools quickly
• Strong research skills and attention to detail
• Ability to synthesize complex information and present findings clearly
• Team player with a positive attitude and willingness to learn
• Experience mentoring or guiding team members (preferred)
• Proficiency in data analysis and reporting tools (preferred)
• High school diploma or equivalent; Associate's degree preferred
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

What We Offer

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation, and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend

At Checkr, we believe an in office work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO; San Francisco, CA; Nashville, TN; and Santiago, Chile. Individuals are expected to work from the office 3+ days a week. In-office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.

Equal Employment Opportunities at Checkr

Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.